About this role
About Us
Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day for reliable financial solutions across retail, travel, education, healthcare, and beyond. Tamara is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital, among others.
Your role
The Partner Onboarding Advisor is responsible for executing Tamara’s merchant onboarding steps end-to-end for assigned merchants—focusing on accuracy, SLA adherence, and a smooth merchant experience. The role owns KYB, compliance and fraud checks, integration coordination, and activating merchants/partners for go-live readiness.
Your responsibilities
1) Merchant intake & case ownership
• Pick up assigned merchants from the relevant queue/view, take ownership, and manage the case through activation/go-live.
• Monitor and work on support queues for merchants who are not live yet; action tickets promptly and correctly, ensure all actions/decisions are documented in internal notes, and communicate clearly and professionally with merchants throughout the full ticket lifecycle (updates, requests, and resolution).
• Make proactive follow-up calls with merchants that have pending actions (e.g., missing go-live requirements, pending integration steps on the merchant side, or pending contract signature) to unblock progress, reduce average time-to-go-live, improve conversion rates by increasing the % of merchants who complete pending actions and go live, and improve NPS by creating a more supportive onboarding journey.
2) KYB & document collection/validation
• Validate submitted documents (CR/Trade License/Freelancer certificate, ID, IBAN, VAT where applicable) and ensure they meet minimum validity and quality requirements.
• Confirm consistency across documents and system fields (legal names, expiry dates, authorized signatory, entity type).
• Proactively follow up to request missing information, requirements, or documents.
3) Compliance & fraud checks
• Ensure required checks are completed and recorded per process; escalate unclear or exception cases via defined escalation paths.
4) Integration & activation readiness
• Coordinate with relevant internal teams (e.g., Integrations, Risk/Compliance/Trust & Safety) to unblock merchants and progress integration/activation steps.
• Support merchants through blockers to go live via support queues and follow-ups.
5) Support queues & KYB updates
• Work support queues to help merchants who are facing blockers to go live.
• Validate and process changes for merchants updating their KYB information, ensuring updates are correct and compliant.
6) Merchant communication & follow-ups
• Maintain clear, professional communication with merc